Progressive

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Progressive's key feedback

Rate Increases

A significant number of users are frustrated with unexpected and unexplained rate increases, with some reporting hikes despite no changes in their driving history or policy. Approximately 20% of users seem affected by this issue.

My policy went up $50 for no reason and was never fixed.

App Usability Issues

Some users find the app difficult to navigate, requiring multiple selections to access desired information, and sometimes failing to provide solutions. This issue affects around 15% of users.

The app is not user-friendly and often doesn't let me see what I need.

Snapshot Inaccuracy

Users report inaccuracies with the Snapshot feature, which incorrectly logs phone usage during drives, potentially affecting their rates. This problem seems to impact about 10% of users.

Snapshot says I was on my phone during drives when I wasn't.

Forced App Usage

Some users are unhappy with being required to use the app for certain processes, such as submitting claims, which they feel should be accessible via a regular browser. This affects approximately 5% of users.

I was required to download the app to submit a claim, which should be possible through a browser.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Progressive

Progressive receives mixed feedback. Many users praise the app for its user-friendly interface and ease of making payments, while others express frustration over unexpected rate increases and issues with automatic payments. Some users also report problems with logging in and accessing policy information.

#2 RUNNER UP

Progressive

GEICO is generally well-received, with users appreciating the app's ease of use and customer service. However, some users report issues with rate increases and app functionality, particularly with the DriveEasy feature, which is criticized for inaccuracies and battery drain.

#3 Straggler

Progressive

State Farm receives mixed reviews. Users appreciate the app's user-friendly design and customer service, but there are complaints about the Drive Safe & Save feature, which is criticized for inaccuracies and excessive battery usage. Some users also report issues with rate increases and app glitches.

Nuggets

Major Highlights of the Week

Forced App Usage

Users are required to download the app to submit claims, which is inconvenient and raises privacy concerns about data access and storage usage.

I was forced to download the app to submit a claim, which required access to my data.

Snapshot Inaccuracy

The Snapshot feature inaccurately records phone usage during drives, leading to unfair rate increases and user frustration.

Snapshot incorrectly logs phone usage when I'm not driving, affecting my rates.

Unexplained Rate Hikes

Customers experience unexpected and unexplained increases in insurance rates, causing dissatisfaction and perceptions of unfair pricing.

My insurance rate increased by $300 with no explanation or changes in my driving history.

Payment Process Issues

Users face difficulties with the payment process, including forced card storage and technical issues with payment methods like Apple Pay.

I was forced to keep my card on file to make a payment, which I found intrusive.

Poor Customer Support

Users report challenges in reaching customer support and receiving inadequate assistance when they do, leading to unresolved issues and frustration.

It's hard to reach an agent, and when I do, they provide little help.

Face Recognition Flaw

The app's face recognition feature is ineffective, requiring users to frequently enter their username and password, diminishing the convenience of the feature.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Forced App Usage

Users are required to download the app to submit claims, which is inconvenient and raises privacy concerns about data access and storage usage.

Snapshot Inaccuracy

The Snapshot feature inaccurately records phone usage during drives, leading to unfair rate increases and user frustration.

Unexplained Rate Hikes

Customers experience unexpected and unexplained increases in insurance rates, causing dissatisfaction and perceptions of unfair pricing.

Payment Process Issues

Users face difficulties with the payment process, including forced card storage and technical issues with payment methods like Apple Pay.

Poor Customer Support

Users report challenges in reaching customer support and receiving inadequate assistance when they do, leading to unresolved issues and frustration.

Face Recognition Flaw

The app's face recognition feature is ineffective, requiring users to frequently enter their username and password, diminishing the convenience of the feature.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is not user friendly and requires many selections to find what you need, sometimes without success.

Miami upset

Week of April 9th, 2025

Recently, I was in a car accident and was required to download the app to submit a claim, which felt intrusive as it demanded access to my data.

Kushjeff

Week of April 9th, 2025

The app's Snapshot feature often incorrectly logs phone usage during drives, affecting my rating unfairly.

Gammer321

Week of April 9th, 2025

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User Experience Report

Progressive

Top Insights This Week

Rate Increases

App Usability Issues

Snapshot Inaccuracy

Forced App Usage

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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